Visitor
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1 Message
mobile upgrade
I am extremely disappointed and frustrated with Xfinity. I have been trying to upgrade my phone for almost a year, and I still cannot get this issue resolved.
I have been told that my SSN is not properly registered in the system and that I need to go to a physical Xfinity store to have it updated. However, when I go to the store, they tell me they cannot update it and that I need to contact customer service again.
I keep being sent back and forth between customer service and the store, and nobody takes responsibility for actually resolving the problem. This has become extremely frustrating and exhausting. It honestly feels like torture trying to resolve something that should be relatively simple.
After almost a year of trying, I need this issue to be escalated to someone who has the authority and technical ability to actually fix my account. Please open an escalation case and provide me with a case or ticket number so I can follow up on this issue.
XfinityRay
Official Employee
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4.5K Messages
1 month ago
Hello, @user_tnpxyk! Thanks for your interest in upgrading your device. The new iPhone 18s and iPhone Duo are awesome devices! We are glad to look further into this and may need to get our Customer Security Assurance Team (CSA) involved. They handle account security. Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.
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